Oracle SaaS Public Cloud Services P I L L A R D O C U M E N T A T I O N | D E C E M B E R 2 0 1 6

Table of Contents

Scope 1

Oracle Cloud Service Level Objective Policy 1

Target Service Availability Level 1

Oracle Cloud Services Continuity Policy 1

Oracle Cloud Services Backup Strategy 1

Disaster Recovery for Oracle SaaS Public Cloud Services 1

Oracle Cloud Service Level Objective Policy 3

Customer Monitoring & Testing Tools 3

Oracle Cloud Change Management Policy 3

Oracle Cloud Support Policy 3

Cloud Customer Support Portal 3

Oracle Cloud Suspension and Termination Policy 4

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Scope This document applies to Oracle SaaS Public Cloud Services purchased by You, and supplements the Oracle Cloud Hosting and Delivery Policies incorporated into Your order.

Oracle Cloud Service Level Objective Policy

Target Service Availability Level

For purposes of calculating the Service Availability Level of the Oracle SaaS Public Cloud Services, “Available” or “Availability” means that You and Your Users are able to log in and access the OLTP or transactional portion of Cloud Services.

The Target Service Availability Level (or Target Uptime) for Oracle SaaS Public Cloud Services are set forth in, and subject to, the Oracle Cloud Service Level Objective Policy of the Oracle Cloud Hosting and Delivery Policies document. Exceptions are as follows:

Oracle works to meet a Target Service Availability Level of 99.9% for the production Oracle Responsys Automatic Failover for Transactional Messages Cloud Service, over the measurement period of one calendar month, commencing at Oracle’s activation of the production environment.

Oracle works to meet a Target Service Availability Level of 99.9% for the production Oracle Commerce Cloud Service, over the measurement period of one calendar month, commencing at Oracle’s activation of the production environment.

Oracle Cloud Services Continuity Policy

Oracle Cloud Services Backup Strategy

For the Oracle Responsys Cloud Service, a backup is retained for a period of at least 21 days after the date that the backup is made.

For the Oracle Content Marketing Cloud Service, a backup is retained for a period of at least 30 days after the date that the backup is made.

For the Push Cloud Service, a backup is retained for a period of at least 7 days after the date that the backup is made.

For the Oracle Maxymiser Cloud Service, a backup is retained for a period of at least 30 days after the date that the backup is made.

Disaster Recovery for Oracle SaaS Public Cloud Services Disaster Recovery (DR) services for Oracle SaaS Public Cloud Services are intended to provide service restoration capability in the event of a major disaster, as declared by Oracle. Oracle will determine whether an event constitutes a disaster requiring the execution of the DR plan for the affected service.

Oracle will work to perform DR services for Oracle SaaS Public Cloud Services as described below.

For Remote Cloud Services, Oracle will work to provide DR services for the SaaS Public Cloud Service on the underlying platform contingent on You first performing the following to support disaster recovery in accordance with the DR plan: You must provide a secondary data center site with network connectivity of sufficient bandwidth as determined by Oracle between Your primary and disaster recovery sites; and You must purchase sufficient additional services deployed at Your secondary site for disaster recovery purposes (e.g., an adequate number and type of Oracle Public Cloud Machines and SaaS Public Cloud Service subscriptions on that platform).

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Oracle Public Cloud Machine and other Oracle Cloud Services that are deployed on Oracle Public Cloud Machine as the underlying platform, are examples of Remote Cloud Services. Recovery Time Objective: Recovery time objective (RTO) is Oracle’s objective for the maximum period of time between Oracle’s decision to activate the DR recovery processes described in this document to failover the Oracle SaaS Public Cloud Service to a secondary site due to a declared disaster, and the point at which You can resume production operations in the standby production environment at the secondary site. If the decision to failover is made during the period in which an upgrade is in process, the RTO extends to include the time required to complete the upgrade. The RTO objective for each Oracle SaaS Public Cloud Service is described in this document below or is otherwise stated in the service description of the applicable Cloud Service.

Recovery Point Objective: Recovery point objective (RPO) is Oracle’s objective for the maximum period of data loss measured as the time from which the first transaction is lost until Oracle’s declaration of the disaster. The RPO does not apply to any data loads that are underway when the disaster occurs. The RPO objective for each Oracle SaaS Public Cloud Service is described in this document below or is otherwise stated in the service description of the applicable Cloud Service.

The RTO and RPO objectives do not apply to customizations that depend on external components or third-party software. During an active failover event or recovery operations, non-critical fixes and enhancement requests are not supported. Oracle is not responsible for issues arising from third party software and customizations to Oracle programs and services.

Upon Oracle’s declaration of a disaster for the following services (#1-6), Oracle will commence its Disaster Recovery plan to recover the production environments of the affected Cloud Services in accordance with the following RTO and RPO Objectives. Production services may operate in a degraded state of performance for the duration of the disaster event.

The RTO is 12 hours. The RPO is 1 hour.

1. Oracle Fusion Customer Relationship Management Cloud Service 2. Oracle Fusion Human Capital Management Cloud Service 3. Oracle Fusion Enterprise Resource Planning Cloud Service 4. Oracle Taleo Enterprise Cloud Service 5. Oracle RightNow Cloud Service 6. Oracle Big Machines CPQ Cloud Service

Upon Oracle’s declaration of a disaster for the following services (#7), Oracle will commence its Disaster Recovery plan to recover the production environments of the affected Cloud Services in accordance with the following RTO and RPO Objectives. Production services may operate in a degraded state of performance for the duration of the disaster event.

The RTO is 5 hours. The RPO is 1 hour.

7. Oracle Field Service Cloud Service

Upon Oracle’s declaration of a disaster for the following service (#8), Oracle will commence its Disaster Recovery plan to recover the production environments of the affected Cloud Services in accordance with the following RTO and RPO Objectives. Production services may operate in a degraded state of performance for the duration of the disaster event.

The RTO is 30 minutes.

The RPO is 15 minutes.

8. Oracle Responsys Automatic Failover for Transactional Messages Cloud Service

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For all Cloud Services in the South America Data Center Region, in the event of a declared disaster, Oracle will activate processes to recover the production environment of the affected Oracle Cloud Service in an alternative Data Center Region and will work to restore production data from the most recent available backup made prior to the onset of the disaster. Although Oracle will work to recover the service promptly, the nature of the disaster may affect the time period within which the service can be recovered. The Recovery Time and Recovery Point Objectives do not apply to Oracle Cloud Services in the South America Data Center Region.

Upon Oracle’s declaration of a disaster for the following services (#9-24), Oracle will commence its Disaster Recovery plan to recover the production environments of the affected Cloud Services. Production services may operate in a degraded state of performance for the duration of the disaster event. The RTO and RPO do not apply to these Oracle Cloud Services.

9. Oracle Marketing Cloud Service 10. Oracle Commerce Cloud Service 11. Oracle Eloqua & Content Marketing Cloud Service 12. Maxymiser Cloud Service 13. Enterprise Performance Management Cloud Service 14. Oracle Transactional Business Intelligent Enterprise Cloud Service 15. Oracle Transportation Management Cloud Service 16. Oracle Global Trade Management Cloud Service 17. Oracle Responsys Cloud Service 18. Oracle Social Relationship Management Cloud Service 19. Oracle Social Data & Insight Cloud Service 20. Oracle Taleo Business Edition Cloud Service 21. Oracle Taleo Learn Cloud Service 22. Oracle Customer Experience for Midsize Cloud Service 23. Oracle Human Capital Management for Midsize Cloud Service 24. Oracle Enterprise Resource Planning for Midsize Cloud Service

Oracle Cloud Service Level Objective Policy

Customer Monitoring & Testing Tools

This section does not apply to the Oracle RightNow CoBrowse Service.

Oracle Cloud Change Management Policy The scheduled maintenance periods for the Oracle SaaS Public Cloud Services are documented on My Oracle Support in Knowledge Article 1681146.1: https://support.oracle.com/epmos/faces/DocumentDisplay?id=1681146.1.

This policy does not apply to the Oracle RightNow CoBrowse Service.

Oracle Cloud Support Policy

Cloud Customer Support Portal

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The Oracle Maxymiser Cloud Service does not use the service notification or alert feature of the Cloud Customer Support Portal.

Oracle Cloud Suspension and Termination Policy This policy does not apply to the Oracle RightNow CoBrowse Service.

Oracle Corporation, World Headquarters Worldwide Inquiries 500 Oracle Parkway Phone: +1.650.506.7000 Redwood Shores, CA 94065, USA Fax: +1.650.506.7200

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